Chat Screen Overview
How to use the chat screen:
Chat screens serve as the primary connection between the customer and your company. If a user or customer has sent you a chat within the last 24 hours, you may respond freely, meaning you can send a chat without the need for a template. However, if more than 24 hours have passed, you must either wait for their next message or send a template message that Meta has verified. Always make sure your template content is related to the customer.
When you open your chat screen, pinned chats will always appear at the top. This feature is very useful for marking chats that require follow-up. Additionally, your inbox will organize all your chats, and there will be a separate section for the chats you've been mentioned in, making it easy to stay on top of important conversations.
You can find your chat queue, which includes all ongoing conversations. Unanswered chats are those that have not yet received a response. Unassigned chats have not been assigned to a specific agent.
Team inbox:
When you click on one of your teams, it displays the inboxes of the various Teams in your Workspace, such as Sales, Marketing, and Support.
Starting and Managing Chats
To make a new chat click on “New Chat”
Click your chosen contact, and you will be able to start the chat
You can also add a new contact using the blue button; simply fill in the required contact information.
To start chatting, click on Send Template.
Choose your template.
Click Send.
To read a more detailed article on creating new contacts, click here.
Pin Chats:
Use the three-dotted button to pin important chats, keeping them easily accessible at the top of your chat list.
Export Chats:
You can export chat conversations by selecting the three-dotted button, allowing you to save and share them as needed.
Close Chats:
Click the three-dotted button to close chats that are no longer active or needed, helping you maintain an organized chat interface.
you can also Pin, Export, and Close chats from the three-dotted button at the corner of the chat
How to close Chats:
Any chat that remains open is a task that requires your attention. Therefore, once the issue is resolved or the task is completed, you should close the chat. Here’s a tutorial on how to do that:
Start by opening the chat you want to close.
Click on the Three dots icon at the right-top of the page.
Click Close chat.
How to Assign chats
Efficient chat assignments are crucial for strong customer relationships. This tutorial will guide you on assigning chats to the right team members, improving workflow and satisfaction. Assigned chats are visible to all team agents, enabling any agent to assist the customer.
Go to Chats
Open the contact chat that you want to assign
From the top right, you can choose the person you’ll assign the chat to
Click Assign after you select
You’ll find the unassigned chats at the left side of the page
By following this tutorial, you can Assign chats in your platform, ensuring better organization and management of your communications
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